Many SMBs use customer relationship management (CRM) software to connect with their customers and keep them happy. CRM solutions record contact information about their customers, such as phone numbers, email, social media profiles, etc., as well as logs of every email, call, and message with customers. It organizes all this information to create a holistic picture of customers, to better understand them and address their needs and concerns.

But there are a lot of CRM solutions on the market to choose from, with a dizzying array of functions and options available. When choosing a CRM software for your business, you need to avoid these common mistakes.

Your software is not your sales strategy

A good business plan includes a marketing and sales strategy to reach and sell to your target customers. You need to formulate your sales strategy first and then determine what you need to manage your customer relationships. It’s like choosing a car when you haven’t even planned your road trip yet -- where you want to go, how many are going, what are the road conditions, etc.

Remember that your CRM software is just the tool that will help your sales team execute your plans. You will only know which tool is best for you when you identify your needs first.

Your end-users are not involved

The primary users of your CRM software are your sales team, so you need to get them onboard. Their inputs are important even in the planning stage. Explain to them how the CRM will benefit them and the company as a whole. Get to know the kind of data your sales team will need. It’ll be a waste of time and resources if your CRM software doesn’t capture the relevant and necessary information.

Your end-users refuse to use your CRM

There are several reasons why your sales team may be reluctant or even outright against using the CRM software you bought. As mentioned earlier, the software may not capture the right data they need. Or they may find the software interface difficult to navigate.

It is also recommended that you choose a CRM software that is mobile-friendly. Most CRM solutions were originally designed for office desktops. But sales reps and professionals are always on the go, so it makes sense to choose a CRM technology that is sales-friendly. It should be mobile and system-integrated, allowing your sales rep to make updates, call clients, and schedule appointments while in the field.

An effective CRM solution should connect the members of your sales team with one another, with the other departments, and most importantly, with your customers.

Your CRM is not integrated with social media

Social media plays a crucial role in today’s businesses. Facebook penetration rate in Texas is at 47.6% as of 2011, while Twitter’s penetration rate for the whole U.S. is 31.9% as of 2017. But it’s not enough to just monitor and collect information from your customers. Businesses need to actively engage with their clients over social media in order to remain relevant and rise above the clutter. Your CRM software should have social media integration to fully maximize your interactions with your customers.

Your CRM is not the right fit

Like Goldilocks, you need a CRM solution that is neither too much nor too little, but is just right for your needs. It’s a waste of investment if you underutilize the features of your CRM software. You also shouldn’t be dazzled by CRM software that offers a bazillion bells and whistles when all you need is a simple dinger. Focus on the necessary functions for now, but always anticipate future needs.

Your CRM cannot grow with your business

As your business grows, your sales needs will change. You want a CRM software that can scale up along with your business. Be mindful that business is never static, so the more flexible the software, the better. Cloud-based solutions are usually the best because you pay only for what you use and there's always room to grow.

Choosing the right CRM software needs careful consideration. If you are opening up a business in Dallas, or already have one but want to avail of CRM solutions, then we at Qoverage can help you get a CRM that’s right for you. Call us today, and we’ll make sure you’ll always be connected to your team and to your customers.